
Customer Experience Director
2 days ago
IKEA is a global leader in sustainable and affordable home furnishings, committed to creating a better everyday life for the many people. Our mission is to make a positive impact on people and the planet.
Salary and BenefitsWe offer a competitive salary and a wide range of comprehensive benefits, including flexible working hours, staff discounts on our products, and healthy and delicious breakfast and lunch menus at very low prices in our staff restaurants.
Job DescriptionThe Country Customer Manager plays a crucial role in delivering sustainable, extraordinary growth by creating unique, inspiring, and convenient meetings with customers in an omni-channel environment. This role is essential in ensuring the creation of an unforgettable and rewarding experience across all channels and customer journeys.
Key Responsibilities- Manage resources (people and money) to secure customer experience and business goals.
- Act as a member of the Commercial Management Team and contribute to IKEA's business plan, commercial plan, and commercial calendar process.
- Ensure the customer is at the center of all strategies, decisions making, solutions, meeting the customer experience steps.
- Provide front-line business operations with expertise to ensure quality and speed across all journeys where needed.
- Minimum 10 years of working experience in Customer function or equivalent.
- Proficient in setting directions, creating strategic and operational goals, and following up on KPIs.
- Broad knowledge of how to target customers and manage real-time contextual interactions using behavioral and predicted patterns throughout their experience with IKEA in all channels.
- Thorough understanding of the local market environment and customer expectations to ensure commercial and service offers meet current and future demands.
In addition to your salary, you will also enjoy a wide range of comprehensive staff benefits, including flexible Smartum saldo, staff discounts on our products, healthy and delicious breakfast and lunch menus at very low prices in our staff restaurants, One IKEA Bonus, and much more.
OthersThis role reports to the Country Commercial Manager and is full time (37.5h/week) and permanent. The main working place is in IKEA Service office, Espoo.
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